JOB DESCRIPTION

Accept and register bookings for DHL services
Offer alternatives to customers and seize upselling and cross-selling opportunity of valued added services (e.g. Sales Leads, shipment insurance) during interaction with customer
Respond to customers consistently and confidently by providing accurate information in all areas such as custom requirements, transit time and prices
Enhance service experience in DHL by exercising professionalism and empathy when dealing with each individual customer’s varying needs and demands
Liaise with Operations and other departments for quick and efficient resolution of customer issues and queries
Highlight areas for improvement with suggested solutions to improve DHL’s procedures, technology and service to positively enhance customer’s experience with DHL
Adhere to global CS procedures while maintaining discretion to exercise flexibility to customers’ needs within reasonable limits in consultation with CS supervisors and managers
Assist the supervisors (if applicable) to carry out relevant CS orientation / training programs for new or existing CS staff

JOB REQUIREMENT

Ability to work in shifts (earliest start time: 7AM; latest end time: 9PM)
Expected years of experience: 1-2 years experience in a Customer Contact Centre environment in a service industry
Experience working in teams
Expected Educational Qualifications: College or University Degree (preferable)
Typing skills (at least 30 wpm preferable)
Telephone skills (excellent)
Conflict resolution skills (excellent)
Technical Skills (Telephone and Order Booking systems preferable)
Communication skills – spoken and written (excellent)
Negotiation and interpersonal skills (excellent)
English skills – verbal and written (good)